intermittent outages <5 minutes

Hello, I have Comcast Business connection in Nor Cal. I have a compatible Arris modem.

I have been experiencing intermittent outages that last for less than five minutes. When I called support, they haven't been helpful. They keep saying it’s your modem, however, they’re not able to provide any log for modem that shows intermittent outage.

They just keep pointing out that it’s my modem that’s that’s causing it but unable to provide the proof.

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Comcast_Linda

Official Employee

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27 Messages

2 years ago

Hello, @user_301ce0, and thank you for connecting with us today. We are sorry to hear about the trouble with your services, but happy to take a closer look. Can you tell me what kind of troubleshooting you have already done on your end?

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user_301ce0

New Member

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5 Messages

@Comcast_Linda I have done power recycling and restarts as usual troubleshooting.

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2 years ago

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user_301ce0

New Member

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5 Messages

@Comcast_Linda I can do the restart now, if you would like. Since it's a business, troubleshooting now, which is after hours, is preferable.

(edited)

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2 years ago

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Comcast_Linda

Official Employee

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27 Messages

@user_301ce0 Okay, so that gives us some time to troubleshoot. Please send us a Direct Message, so we may review the account in detail.

To send a "Direct Message" / "Private chat message" message to "Comcast Business":

Click "Sign In" if necessary
Click the "Direct Messaging" icon
or https://forums.businesshelp.comcast.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
- As you are typing a drop-down list appears. Select "Comcast Business" from that list
- An "Comcast Business" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it"

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2 years ago

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user_301ce0

New Member

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5 Messages

@Comcast_Linda - I just reposted the issue in Direct Message- with service address and account no.

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2 years ago

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Comcast_Linda

Official Employee

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27 Messages

Thank you, @user_301ce0, for the DM. We will continue there.

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2 years ago

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Comcast_Linda

Official Employee

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27 Messages

2 years ago

@user_301ce0, no worries. I just wanted to know what you had done to avoid repetition if possible. Were you able to check if connections were secure and finger tight at the wall and behind the modem? Sometimes just taking a look at the cabling to make sure there aren't any obvious kinks or wear in case a cable swap is needed to improve the connection. Is your business closed now?

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user_301ce0

New Member

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5 Messages

@Comcast_Linda Thanks. Yes, I always do that with usual troubleshooting.

Yes, the business is closed now until 8 AM PST tomorrow.

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2 years ago

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